Printer repeatedly tries to download update but fails.

[Chuck103]

My HP OfficeJet Pro 9025 received an unsolicited and unnamed printer update, but it failed ("The printer update could not be downloaded").  The printer gave me the option to "touch Retry to start the download again" or "touch OK to exit ".  Everytime I selected "Retry", it would fail again.  Everytime I selected "exit," the normal screen display would return within 2-3 minutes, but within 15 to 20 minutes, the printer would automatically try to download the update again and always fail.  I have restarted the PC, but it didn't help.  I have deleted the HP Printer software and re-installed it again, but it didn't help.

Concurrently, with the above problem, I found in the "Windows Update" app two Canon printer updates that failed to load (I didn't know where they were trying to download). The two updates were 3.30.2.12 and 10.75.2.11 and both had the following error code: 0X800f020b. I don't have a Canon printer and everytime I selected "Download and install" in Windows Update, I would get the same error code. I then looked for any Canon software apps on the PC (found one) and deleted it from the PC. It didn't do any good, even with restarting the PC.  I continue to get the error codes whenever I select "Download and install."

[Irfan_06]

Hi @Chuck103,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

I see that you are facing an issue with your printer update.

Please follow the steps below to perform a power drain on the printer.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

Request you to update the printer firmware. Kindly refer to the steps on this link and let me know if that fixes the issue.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

I hope this helps.

Take care and have a good day.

Irwin6
HP Support

[jservanthood]

Hey Irwin,

Thanks for your willingness to help. It looks like this is an ongoing issue for multiple users (see this thread also). 

Meanwhile, I tried the steps that your provided in your response to Chuck, yet the issue persists. I keep getting an error message when my printer tries to download the latest software, "Download Unsuccessful: The printer update could not be downloaded. Touch "Retry" to start the download again. Touch "OK" to exit."

Once you click either of these options, the printer will try to auto-update again within 5 mins (constantly). This is quite frustrating because while its at the error message screen the printer is unavailable to print or do anything else.

Here are my printer details along with photo of the message on the printer:

• Model: HP OfficeJet Pro 9025
• Firmware Version: MANHHIPP1N002.2313A.00
• Operating System: macOS Ventura 13.5

Also, the link to the Software/Drivers page for this model is not particularly helpful since it refers the user to the HP Smart app, which does not does resolve the update issue. And the macOS version of the HP Smart keeps crashing when trying to login to your HP account.

Please let us know what else can be done to resolve this issue since it's been ongoing for at least a week. Thanks for your help!

[Irfan_06]

Hi @jservanthood, @Chuck103, @mcar11,

Am sorry to hear that the above troubleshooting steps did not help.
I appreciate your efforts in troubleshooting the issue.

Request you follow the steps below to fix the issue.

To disable automatic firmware updates from the Control Panel/ Front Panel, follow the instructions below:

1. On the control panel/ front panel of the printer touch Setup or the Gear Icon 

1. Then scroll down to Printer Maintenance and select it. Then Scroll down to Update the Printer and select it.
2. Under update the printer, select “Printer Update Options” and select the option “Do not check”. When asked to confirm the settings, please select Yes. 

Link for Printer Control Panel Document: https://support.hp.com/ph-en/document/ish_5817551-5817617-16

 If you are unable to change the Printer Update options and if you are getting a message, this option is locked. Then you might have to restore factory defaults on the printer. To do so, please follow the instructions below:

1. On the control panel/ front panel of the printer touch Setup or the Gear Icon. 
2. Then scroll down to Printer Maintenance and select it. Then scroll down to Restore and select it.
3. Then select Restore Factory defaults. When prompted to confirm the action, please select Yes. 
4. This will restore the printer to factory defaults and the printer will restart. Once the printer is restarted, On the control panel/ front panel of the printer touch Setup or the Gear Icon 

1. Then scroll down to Printer Maintenance and select it. Then Scroll down to Update the Printer and select it.
2. Under update the printer, select “Printer Update Options” and select the option “Do not check”. When asked to confirm the settings, please select Yes.
3. Then connect the printer back to the network.

 To disable automatic updates from the EWS (Embedded Web Server) page of the printer, follow the instructions below:

1. Open a browser and enter the IP address of the printer in the address bar. 

Link for the document on how to find the IP address of the printer: https://support.hp.com/us-en/document/ish_6039801-6039767-16

1. You might the below message 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[Chuck103]

Before I read Irwin6's suggested solution, I had already called into HP Instant Ink today about this.  They got me to the next level of support.  I informed the agent that the problem was not just me, but many HP customers.  After he tried some things that didn't work, he talked to some other agents who were aware of another fix.  It involved turning off firmware updates using the printer screen touch functions.  I don't remember all the steps, but at some point you have to touch two places on the screen repeatedly where there were no visible controls to touch--so you had to imagine the controls  were still visible where they were previously visible.  We were on a video chat that he set up so he could see my screen and guide me through what needed to be done.  He assured me that HP Smart could still process new updates when they become available.  Suggest you call instant ink if you use the instant ink service.  If not, I hope you are still in warranty so you can talk to a human to walk you through it.

CHUCK103

[Irfan_06]

Hi @Chuck103, 

That's great! Happy to hear that the issue has been resolved. I appreciate your efforts on this and If you need further assistance feel free to contact us.

Take care and have a great day ahead!

Irwin6

HP Support

[chriscas210]

I have a HP OfficeJet Pro 9025 All-in-One Printer that was doing the same thing. I just got off the phone with HP Tech he had me disable Firmware Updates in the Advanced Printer Configuration on the printer. He stated that it will turn back on when they get the problem solved. I am able to use my printer again with no problems.

[Streetsix]

Have had same problem as others. Running macOS Big Sur 11.7.6 with HP Officejet Pro 9015.

Problem has persisted for a week as explained in other posts. 

Was unable to cancel auto update.

Did Factory reset. then went back in to cancel auto updates.

So far so good. 

[jservanthood]

Thanks for the reply! This solution didn't work for me because the update settings are locked when I enable web services, which is a prerequisite for my printer to recognize the HP Instant Ink subscription. 

I've restored my printer factory setting multiple times. The printer allows me to adjust the update setting until it requires me to agree to the terms and enable auto updates with web services. This process is not intuitive. 

[sandytechy20]

@jservanthood 

Welcome to the HP support community.

I understand that you are getting a firmware update error on the printer, I am glad to assist you.

Disable automatic firmware updates from the Front Panel to fix the issue.

1. On the control panel/ front panel of the printer touch Setup or the Gear Icon . 
2. Then scroll down to Printer Maintenance and select it. Then scroll down to Restore and select it.
3. Then select Restore Factory defaults. When prompted to confirm the action, please select Yes. 
4. This will restore the printer to factory defaults and the printer will restart. Once the printer is restarted, On the control panel/ front panel of the printer touch Setup or the Gear Icon  . 
5. Then scroll down to Printer Maintenance and select it. Then Scroll down to Update the Printer and select it.
6. Under update the printer, select “Printer Update Options” and select the option “Do not check”. When asked to confirm the settings, please select Yes.
7. Then connect the printer back to the network.

Let me know how it goes.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.